Our Support
for Your Business
Our Support Options
Protection kept in tune as your network grows
WanGuard deployments and networks are subject to constant change, with prefixes, services and traffic continuing to grow. Keeping protection properly tuned is therefore continuous work, not a one-off deployment. From GOLD upwards it is carried out by the ITORO team. In the SILVER package it remains with the client technical team.
| Support tasks | SILVEREntry | GOLD★ System care | GOLD +Weekends & holidays | PLATINUMFull handover |
|---|---|---|---|---|
| Support availability | Business daysMon–Fri | Business daysMon–Fri | 7 days a weekweekends and holidays too | 7 days a weekweekends and holidays too |
| Response to a request | Next business day | Same business day | Same day | Same day |
| Email support covering operation of and questions about the WanGuard system and Linux only Including critical CVE updates and updates twice a year, together with reminders of key dates such as an approaching WanGuard licence expiry. | ✓ | ✓ | ✓ | ✓ |
| DDoS threshold recommendations, backups · false-positive advice | ✓ | ✓ | ✓ | ✓ |
| Automatic recovery of sensors and filters ITORO monitors the state of all WanGuard system processes and responds in the event of a failure, restoring sensors and filters. | ✓ | ✓ | ✓ | ✓ |
| Full WanGuard server load telemetry Continuous measurement of all Linux system and WanGuard protection parameters: CPU, memory, disk and network interface load. In the event of overload or irregularities we respond before they affect DDoS protection. | ✓ | ✓ | ✓ | ✓ |
| Active attack monitoring by ITORO We analyse attacks recorded in the system on an ongoing basis and optimise detection rules so that WanGuard recognises genuine attacks rather than false positives. At the same time we limit the impact of protection on legitimate traffic. | ✕ | ✓ | ✓ | ✓ |
| Zoom sessions on WanGuard operation and configuration Anomaly review, detection threshold settings, configuration changes and consultation for the technical team. | ✕ | ✓ | ✓ | ✓ |
| Configuration changes in WanGuard carried out by ITORO | ✕ | ✓ | ✓ | ✓ |
| Threshold coverage audit: report listing the gaps to close The report identifies networks without a complete set of detection thresholds, the recommended order of remediation and values ready to be entered in the console. | ✕ | ✓ | ✓ | ✓ |
| Board report: everything the board needs to know A document for decision-makers: the scale and frequency of attacks, the state of protection and other parameters relevant from the board perspective. Limited technical depth, focused on the current situation in the network and how the organisation handles threats. Issued at any cadence, from weekly to annual. | ✕ | ✓ | ✓ | ✓ |
| Network security report: externally visible threats set against attack telemetry We combine reports from several external CERT-type sources with attack telemetry in your network. The result is a summary of priority actions: which hosts to block, which services to restrict and where open ports allow the network to be used for attacks on other entities, which also raises the risk of return attacks. | ✕ | ✓ | ✓ | ✓ |
| Full administration of the WanGuard system The ITORO team takes over complete administration of the WanGuard system. | ✕ | ✕ | ✕ | ✓ |
| Scope of care | 4 of 11 items | 10 of 11 items | 10 of 11 items | 11 of 11 items |
| Pricing |
€275 /month
annually in advance €3,025 12 months for the price of 11 |
€1,500 /month
annually in advance €16,500 12 months for the price of 11 |
€1,800 /month
annually in advance €19,800 12 months for the price of 11 |
€4,000 /month
annually in advance €44,000 12 months for the price of 11 |
The choice comes down to how much day-to-day operation of the system stays with the client team.
Under attack? 24/7 rapid response
When an attack is live, minutes matter. Our emergency package gives you a direct line to ITORO engineers and a defined escalation path, day or night.
- 24/7 contact for active DDoS incidents
- Protection online in as little as 2 hours when your server & router are prepared (RTBH / BGP FlowSpec)
- Hands-on tuning of WanGuard, FlowSpec and RTBH during the attack
- Priority handling for GOLD / PLATINUM customers
Reports when you need them
We don't flood you with paperwork after every event. When an incident must be reported to a regulator or government agency, ITORO prepares the documentation on request, with the exact scope, depth and format agreed in advance with sales so it meets your country's and agency's requirements.
- Attack timeline: start, peak, vectors and duration
- Traffic evidence and volumetric graphs (pps / bps)
- What was mitigated, how, and the impact avoided
- Regulatory summaries (e.g. NIS2) tuned to your jurisdiction, provided under the emergency package
- Recommendations to harden against the next attack
DDoS resilience is now a legal obligation
NIS2 makes DDoS protection and incident reporting mandatory for ISPs, telecoms and digital infrastructure across the EU. Here is what the directive asks for, and how ITORO covers it.
Technical & organizational measures
Operators must take appropriate, proportionate measures to manage risks to their networks, including protection against availability attacks such as DDoS.
How ITORO covers it: WanGuard detection paired with Juniper MX line-rate filtering, BGP FlowSpec and RTBH: tuned to your network so attacks are stopped, not just observed.
Incident reporting
Significant incidents must be reported to the national CSIRT within 24 hours (early warning), 72 hours (assessment) and one month (final report).
How ITORO covers it: We prepare the attack timelines, traffic evidence and post-incident reports you need to meet those deadlines: see the reports section below.
Management accountability
Senior management is directly accountable for cybersecurity risk management and can be held liable for non-compliance.
How ITORO covers it: Documented, tested DDoS protection and a clear 24/7 escalation path give management defensible evidence of due diligence.
Broad scope & real penalties
NIS2 covers ISPs, telecoms, cloud, data centers and digital infrastructure. Fines reach up to €10M or 2% of global annual turnover.
How ITORO covers it: ITORO gets you compliant on the resilience side before it is tested, as an Andrisoft Gold Partner with network practice going back to 2005.
Informational summary only, not legal advice. NIS2 was transposed into national law across EU member states; check your local implementation for exact obligations and deadlines.